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Fix a problem

Purple screen with no picture on NOW Box or Smart Stick

<p>Is your playback window purple with no picture, but you can still hear your programme? Here are a few steps you can take to fix this:<br><br></p>
<h2>Step 1: Turn off any screensavers</h2>
<p>Screensavers can occasionally result in a purple screen, especially if they’re supplied by a third party. If you have one saved on your TV, start by turning it off.<br><br>Next, check your NOW device settings and switch off the screensaver option if it’s on.<br><br></p>
<h2>Step 2: Reconnect your cables</h2>
<p>Your TV has in-built High-bandwidth Digital Content Protection (HDCP) – a bit of software that protects you from pirated content. If the NOW Box or Smart Stick isn’t properly connected to your telly’s HDCP, it won’t show a picture – hence the purple screen.<br><br>Simply reset the connection by unplugging both your television and NOW device from their wall sockets. Then pull out the HDMI cable (or Smart Stick), and reconnect.</p>
<p> </p>
<h2>Step 3: Check if the problem’s with your TV or the NOW device</h2>
<p>The best way to do this, if you have another TV close by, is by connecting your NOW Box or Smart Stick to it.<br><br>If the picture’s showing, the fault is with your other TV’s HDCP software. And if there’s still no picture, your NOW device may be faulty.</p>
<p><br>Trying the above steps will often get your picture back. If it doesn’t, select the <b>Get in touch</b> link on this page to contact us by live chat.</p>

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All calls made with your NOW Calls landline are free. Otherwise, calls to 03 numbers cost the same as calls to 01 or 02 numbers, and are usually included in your package. If you don’t have a calls package, charges may apply – check your provider’s tariff guide for details.

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You won't be able to watch The Ashes Test matches with a Sports Membership – these matches are shown on TNT Sports, which isn't part of the Sports Membership in the UK.

Can I watch The Ashes with NOW?

You won't be able to watch the Quilter Nations Series with a Sports Membership – these matches are shown on TNT Sports, which isn't part of the NOW Sports Membership.